Genesys (company)

Genesys, or Genesys Telecommunications Laboratories, Inc., is an American software company that sells customer experience (CX) and call center technology to mid-sized and large businesses.[2] It sells both cloud-based and hybrid cloud software. The company was founded in 1990[3] and was acquired by investment firms Permira Funds and Technology Crossover Ventures (TCV) in February 2012.[4]

Not to be confused with Genasys.
Genesys
FormerlyGenesys Telecommunications Laboratories
TypePrivate
IndustrySoftware
Founded1990 (1990)
Founders
  • Gregory Shenkman
  • Alec Miloslavsky
Headquarters
Menlo Park, California
,
U.S.
Area served
Worldwide
Key people
RevenueIncrease $2.0 billion[1] (2022)
Owners
Number of employees
6000+ (2023)
Websitegenesys.com

History

Genesys was founded by Gregory Shenkman and Alec Miloslavsky in October 1990.[3][5] The company's original seed funding was $150,000 in loans from the founders' families.[3] The company completed its initial public offering (IPO) in June 1997 and was listed on the NASDAQ stock exchange under the ticker symbol GCTI.

In late 1999, Alcatel-Lucent (then Alcatel) acquired Genesys for $1.5 billion.[6]

In October 2007, Paul Segre succeeded Wes Hayden as Genesys's chief executive officer (CEO).[7]

In February 2012, Permira and TCV acquired Genesys from Alcatel-Lucent for $1.5 billion.[4][8]

In July 2016, private equity investor Hellman & Friedman purchased a $900 million stake in Genesys from majority owners Permira and Technology Crossover Ventures, valuing the company at $3.8 billion.[9]

In May 2019, former Skype CEO Tony Bates joined Genesys as the new CEO, with former CEO Segre moving to the position of chairman.[10]

Acquisitions

The company has grown over the years through a series of acquisitions.

In December 1997, Genesys acquired Forte Software, Inc. (later renamed Adante).[11]

In December 1998, Genesys acquired Plato Software Corporation.[12]

In June 1999, the company acquired Next Age Technologies, a workforce management software developer.[12]

In May 2001, the company purchased IBM's CallPath computer telephony integration (CTI) business.[13]

In 2002, Genesys parent Alcatel acquired Telera, a Campbell, California-based developer of voice portal and interactive voice response (IVR) systems, and merged the company into Genesys.[14][15]

In April 2006, Genesys acquired VoiceGenie Technologies, a developer of voice self-service software based on VoiceXML.[15]

In December 2007, Genesys announced it acquired Informiam, a developer of performance management software for customer service operations.[16]

In January 2009, Genesys announced the acquisition of Conseros, a developer of high-volume work item management software and SDE Software Development Engineering, a creator of hosting management software for contact centers.[17]

In May 2013, the company acquired Angel.com, a provider of cloud-based contact center solutions, from parent company MicroStrategy, for $110 million.[18]

In March 2014, the company acquired Solariat, a developer of software to measure and manage social media engagements for customers.[19]

In May 2014, the company acquired OVM Solutions, a developer of cloud-based customer communications software.[20]

In 2016, the company acquired the Genesys division of EIT, its regional partner in Korea. In December, Genesys acquired Interactive Intelligence, a developer of customer experience software for the cloud, for $1.4B [21]

In February 2017, Genesys acquired Silver Lining, an employee performance management company that developed applications to support and analyze employee performance and learning automation.[22]

In February 2018, Genesys acquired AltoCloud, a customer journey analytics provider.[23]

In March 2020, the company acquired nGUVU, a partner purchased to add gamification to its workforce engagement management suite.[24]

In March 2021, the company announced the acquisition the Bold360 suite of digital engagement software from LogMeIn.[25]

Products

The company develops call center software for businesses. The software is available over the cloud, or as on-premises software. The company's products include the following:

  • Genesys Multicloud CX, formerly Genesys Engage and PureEngage, Genesys' multicloud call center software available on all three major public cloud platforms – AWS, Azure and Google Cloud, deployed either in a public or private cloud setting.[26][27]
  • Genesys Cloud CX, formerly PureCloud, microservices-based software built on Amazon Web Services[26]
  • PureConnect, formerly Customer Interaction Center or CIC (developed by Interactive Intelligence), software for customer experience management at contact centers[26]
  • Genesys DX, predictive digital customer engagement software which combines customer experience software (CX) with artificial intelligence (AI)[28]

Operations

Genesys is headquartered in Menlo Park, California, and has offices in Canada, Latin America, Europe, the Middle East, Africa, Asia, and Australia.[2][29]

Sponsorships

Genesys is the primary sponsor of IndyCar Series driver James Hinchcliffe in the #29 Andretti Autosport Honda. The company also has sponsorships with the Texas Motor Speedway for the Genesys 300 and Genesys 600 races.[30][31]

See also

References
  1. "Genesys Cloud CX revenue growth of approximately 50% year-over-year propels company past $2 billion total revenue". PR Newswire. March 2, 2023. Retrieved June 23, 2021.
  2. Patrick Hoge (11 March 2014). "To go, or not to go: Tech's IPO shuffle". San Francisco Business Times. Retrieved 6 May 2014.
  3. Scott McCormack (6 July 1998). "The Russia house". Forbes. Retrieved 6 May 2014.
  4. Patrick Hoge (15 June 2012). "Paul Segre, president and CEO of Genesys". San Francisco Business Times. Retrieved 6 May 2014.
  5. "Genesys Telecommunications Laboratories, Inc". Securities and Exchange Commission. 1997. Retrieved 7 May 2014.
  6. "Alcatel plans to buy Genesys for $1.5 Billion". The New York Times. September 29, 1999. Retrieved June 24, 2021.
  7. Leonard Klie (3 October 2007). "Genesys CEO Leaves for Nuance Post". Destination CRM. Retrieved 7 May 2014.
  8. "Alcatel-Lucent sells Genesys for $1.5bn". Financial Times. 19 October 2011. Retrieved 7 May 2014.
  9. "Private equity firm takes $900M stake in Genesys call center business". Silicon Valley Business Journal. July 21, 2016. Retrieved June 24, 2021.
  10. "Genesys Taps Former Cisco, Microsoft, Skype Exec as CEO". No Jitter. May 6, 2018. Retrieved June 24, 2021.
  11. "FORTE ACQUIRED BY GENESYS". Telecom Paper. March 10, 1998. Retrieved June 24, 2021.
  12. "Form 10-K". Securities and Exchange Commission. September 28, 1999. Retrieved June 24, 2021.
  13. "Genesys' Acquisition of IBM's CallPath Will Allow Both to Focus". Gartner. May 16, 2001. Retrieved June 24, 2021.
  14. "Alcatel Will Merge Telera Into Genesys, Challenge IVR Market". Gartner. June 3, 2002. Retrieved June 24, 2021.
  15. "Genesys Rubs Aladdin and Acquires VoiceGenie Technologies". Destination CRM. April 5, 2006. Retrieved June 24, 2021.
  16. "Genesys Acquires Informiam". Destination CRM. December 11, 2007. Retrieved June 24, 2021.
  17. "Genesys Acquires Informiam". TMCNET. January 22, 2009. Retrieved June 24, 2021.
  18. "Genesys Acquires Angel.com". May 10, 2013. Retrieved June 24, 2021.
  19. "Genesys Acquires Social Customer Care Provider Solariat". Destination CRM. March 19, 2014. Retrieved June 24, 2021.
  20. "Genesys acquires OVM Solutions". IT Web. May 6, 2014. Retrieved June 24, 2021.
  21. "Genesys to Buy Interactive Intelligence in $1.4 Billion Deal". Bloomberg.com. 2016-08-31. Retrieved 2021-04-13.
  22. "Genesys announces acquisition of Silver Lining Solutions". ITP. March 7, 2017. Retrieved June 24, 2021.
  23. "Genesys Chooses Altocloud as Next Strategic Acquisition". No Jitter. February 27, 2018. Retrieved June 24, 2021.
  24. "Genesys Acquires Gamification Startup nGUVU". No Jitter. March 3, 2020. Retrieved June 24, 2021.
  25. "Genesys Acquires Digital Engagement Suite from LogMeIn". No Jitter. March 16, 2021. Retrieved June 24, 2021.
  26. "Genesys Debuts New Cloud Branding". No Jitter. January 14, 2020. Retrieved July 1, 2021.
  27. "Multicloud Momentum Drives Genesys Partnerships | No Jitter". www.nojitter.com. Retrieved 2022-01-05.
  28. "Genesys DX: Driving Digital Customer Engagement". No Jitter. January 14, 2020. Retrieved July 1, 2021.
  29. "Genesys Global Offices". Genesys. Retrieved 2022-11-01.
  30. "Texas' INDYCAR race adds Genesys sponsorship". Indycar.com. February 26, 2020. Retrieved June 24, 2021.
  31. "How first-year title sponsor Genesys is making most of fan-less IndyCar race at TMS". Star Telegram. June 5, 2020. Retrieved June 24, 2021.
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